In the Two Factor Theory of Customer Service author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh persuasive perceptions of the funda